Key Roles &

- Responsibilities

1. Team Leadership

- Lead, mentor, and manage a team of Quality Analysts.

- Set performance goals and monitor individual and team KPIs.

- Conduct regular one-on-one meetings, coaching sessions, and performance reviews.

- Develop succession plans and identify training needs for QA team members.

1. Quality Monitoring &
- Audits

- Oversee quality audits for Voice, Non-Voice, Email, Chat, and Back-office processes.

- Ensure evaluations are completed within defined SLAs.

- Monitor quality scores and maintain audit accuracy.

- Review critical customer interactions and high-risk cases.

1. Compliance &
- Risk Management

- Ensure adherence to BFSI and FinTech regulations, internal policies, and client requirements.

- Monitor compliance with KYC, AML, RBI guidelines, PCI-DSS, GDPR, and information security standards (as applicable).

- Identify compliance risks and recommend corrective actions.

- Participate in internal, external, and client audits.

1. Calibration &
- Governance

- Conduct internal and client calibration sessions to maintain scoring consistency.

- Standardize quality evaluation methodologies across the team.

- Ensure alignment between Operations, Training, and Quality.

1. Performance Improvement

- Analyze quality trends and identify recurring issues.

- Develop action plans to improve CSAT, Quality Scores, and First Contact Resolution (FCR).

- Partner with Operations and Training to implement improvement initiatives.

1. Data Analysis &
- Reporting

- Prepare daily, weekly, and monthly quality dashboards.

- Present insights on quality performance, customer complaints, compliance gaps,



and operational risks.

- Track process improvements and measure their effectiveness.

1. Customer Experience Management

- Drive initiatives to improve customer satisfaction and service quality.

- Analyze customer feedback and complaint trends.

- Recommend process enhancements to improve the overall customer journey.

1. Stakeholder Management

- Collaborate with Operations Managers, Training Teams, Clients, Compliance Teams, and Business Leaders.

- Participate in client governance meetings and quality reviews.

- Present quality performance metrics and improvement plans.

1. Process Improvement

- Lead Root Cause Analysis (RCA) for recurring quality issues.

- Implement Lean, Six Sigma, or continuous improvement initiatives.

- Recommend automation and quality enhancement opportunities.

1. Documentation &
- Knowledge Management

- Maintain quality frameworks, SOPs, audit documentation, and process updates.

- Ensure timely communication of policy and process changes to the QA team.

Required Skills

- Strong knowledge of BFSI &
- FinTech operations

.

- Excellent understanding of KYC, AML, Fraud Prevention, Banking Operations, Digital Payments, and Financial Services.

- Experience with Quality Monitoring Frameworks, COPC, ISO standards, and regulatory compliance.

- Robust analytical and problem-solving abilities.

- Excellent communication, coaching, and leadership skills.

- Advanced proficiency in MS Excel, PowerPoint, Power BI, and quality reporting tools.

- Experience with CRM platforms and QA tools.

Contact Person : Harsh Vardhan

Whatsapp : (phone hidden)

📌 Quality Team Lead (Mumbai)
🏢 Radical Minds
📍 Mumbai